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(Follow Up Use of Technology (Creating Engagement and Connection: Virtual…
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Present Structure
Opportunities
My Perspective/Goals
• Creating more opportunities for self learning and group learning as opposed to passive absorption of notions and process
• Reduce the gap between theory and production
• Add variety to fit different learning styles ranging from visual to auditory or kinaesthetic
• Overall reduce Instruction Mode teaching on behalf of facilitation
• Reduce the Stress of Certification
• Provide a better understanding of the marketing value of our product
• Create sense of brand and belonging: passion for the product
• Improve cooperation between PayPal Training team and partner training team
• Improve the feedback cycle
Instructor Perspective
• One size fits it all Framework
• Struggle to adapting to various culture and level of knowledge
• Struggle to keep the focus high from one week to the other
• Need to Prioritise
• Dealing with adult learners
Learners Perspective
• Perceived Gap between theory and practice
• Steep Learning Curve
• Confidence Issues when dealing with real queries and customers
• Stress of Assessment
• Issue with remembering process
Format
2 days: Welcome To PayPal (Classroom)
5 days: ABC Product (Classroom)
2 Weeks Mentoring
1 Week Certification
Production
Objectives
• Understanding the functionalities of PayPal Core Product and Additional Offerings
• Being able to confidently answer queries in relation to 10 Top Contacts
• Mastering the Escalation process and map
• Apply principles and communication techniques to guarantee customer satisfaction and other key metrics like Net Promoter Score and Customer Effort Score.
• Create brand identity
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